Ad is valid till: 17 April 2019
ID 587020

Service Coordinator

The successful incumbent will be responsible for logging and managing service calls on a daily basis in line with the department’s targets.

Responsibilities:

1. Receive incoming phone calls from customers.

  • Answer incoming calls from customers and direct them to the correct department when necessary.
  • Clarify the terms of the customer’s contract and the status of the current account.
  • Assess the customer’s needs telephonically and determine the problem relating to the product in question.
  • Assist the customer in terms of fault finding.
  • Ensure clarification is achieved with the customer on the product problem.
  • Follow up and ensure customer’s issues are appropriately handled.

2. Logging Service Calls

  • Using the in-house programme, log the service call.
  • Select the appropriate Service Agent in relation to the fault reported.
  • Once the call is logged, ensure that the job number is received from the appropriate Service Agent.

3. Following up on pending service calls

  • Ensure that all outstanding jobs has have been actioned appropriately.
  • Ensure that all customers are updated as to the status of their repairs as per the department’s standards.
  • Ensure that the Agents report on spares, problematic sets and physical damage has been received from the Agent.
  • Escalate all problematic calls, sets, spares, risk items to the Technical Supervisor.
  • Where products fall under warranty, ensure that arrangements are made for their repair at the supplier and follow up when necessary.

4. Exchanging of products and remotes

  • On instruction from the Technical Supervisor, book the relevant exchange on the in house programme.
  • Liaise with the relevant Teljoy warehouse in relation to bookings for remote control

5. Training

    • Ensure that your own product knowledge on existing appliances is recent and relevant
    • Update current product specifications and create new product specifications for new products to facilitate training needs.
    • Present and facilitate internal product knowledge training for Teljoy staff on new products.

Education and Experience:

    • Matric
    • Bilingual
    • MS Office, specifically email, Word and Excel
    • 1 year call center experience would be advantageous
    • Customer focused experience

Key Competencies:

  • Target driven with a sense of urgency to get the work done
  • Ability to multi task
  • Self-supervision
  • Assertiveness
  • Focused and disciplined
  • Good telephonic communication skills

To Apply

Whatsapp the keyword "JOB" to 084 243 3389

Occupation:
Customer care agent
Administrative jobs
More details
Contract type:
Full-time
Job location, contacts
Location:
Johannesburg
Gauteng
Name:
Bianca
Company name:
Email address:
Contact by email
Send your CV
Apply for a job
You have already applied to this job position
Save ad
Consultant Customer Service

Consultant Customer Service

JobKing
Johannesburg
Jobin.co.za
Customer Services Representative

Customer Services Representative

JobKing
Johannesburg
Jobin.co.za
Client Service Representative

Client Service Representative

JobKing
Northern Suburbs
Jobin.co.za
Customer Service Agent Courier Industry
Jobin.co.za
Core Servicing Consultant

Core Servicing Consultant

JobKing
Durban City
Jobin.co.za
Customer Service Associate

Customer Service Associate

JobKing
Johannesburg
Jobin.co.za
Client Service Executive

Client Service Executive

JobKing
Johannesburg
Jobin.co.za
Customer Service Consultant-Mossel Bay
Jobin.co.za